Harper's Heating & Plumbing

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. The fight is not worth the time.Thank you.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The matter was not resolved. The documentation I requested was sent after several request, however, after doing what I was instructed to do by NFCU by filing a fraud claim, the issue has still not been resolved.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This is in reference to a follow-up complaint, ID number [redacted], submitted by Navy Federal member, [redacted]. We have thoroughly researched [redacted]’s concerns.  As advised in our previous response to the Revdex.com on 9 June 2016, we conclude that no error was committed by Navy Federal. Navy Federal will not refund our member for the check.  Our member was advised that resolution should be sought with the company that received the payment. In the process of setting up a stop payment for a check, we request the amount of the check and payee name as this information is useful in certain cases, such as instances of the merchant converting a check to an Automated Clearing House (ACH) transaction (where the information is submitted under the payee information and amount).  In this instance, the item was presented for payment as a check and therefore, we relied only on the check number to determine which specific transaction to stop.  Should [redacted] have any questions, she may call Kimberly G[redacted], Supervisor, Savings and Checking Operations, at ###-###-####, extension 70023, between 7:00 a.m. and 3:30 p.m., Eastern time, Monday through Friday.

This is in reference to a follow-up complaint, ID number [redacted], submitted by Navy Federal member, [redacted].
We have thoroughly researched our member’s concerns. As advised in our previous response to the Revdex.com on 29 March 2017, [redacted]’s accounts will remain restricted for protection against potential fraud or identity theft until Navy Federal is able to discuss the matter with him and confirm valid identification.
We have verified that the below contact information is correct and have no record of missed calls or voice messages from [redacted].
Should [redacted] have additional questions or concerns, he may contact Robert S[redacted],
Assistant Vice President, Security Operations, at ###-###-####, extension [redacted], between the
hours of 8:00 a.m. and 5:00 p.m., Eastern time, Monday through Friday.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I filed a complaint a few months ago and Navy federal responded and said the item would be corrected. I pulled my [redacted] report today and it is still incorrect. It states that $144 was charged off. They responded and confirmed with the Revdex.com in the response that the item was paid in full. No amount was charged off. I am requesting that the item be completely removed as it is incorrect on the reports months after it was stated they corrected it , I feel the only way to fix this error, which I hope is just a error on their part is to simple remove it. I have documentation of how it appears if needed.
Remove credit line , as to have no more errors as they have attempted to correct several times, each time still in error.
Regards,
[redacted]

This is in reference to the follow-up complaint we received on 8 April 2016 from the Revdex.com (Revdex.com) on behalf of Navy Federal member [redacted].  The complaint was originally assigned an ID number of [redacted].   Navy Federal has again reviewed [redacted]’s concerns.  Alan A[redacted], Business Operations Specialist, attempted to reach our member by telephone on 11 April; however, he was only successful in leaving a message.   As advised in our response to her original communication with the Revdex.com, we are charging interest at the correct rate on her [redacted] account and her payments are being applied correctly.  A review of her account has revealed that [redacted] typically makes the minimum monthly payment or a small amount in excess of the minimum payment each month.  If she makes only the minimum payment each month, she will pay more in interest over the life of the account and it will take more time to liquidate her balance.     [redacted] may pay the new balance in whole or in part at any time; Navy Federal will not charge a penalty for paying more than the minimum payment.  The Payment Information section of her monthly credit card statements provides examples of the length of time needed to liquidate the credit card account balance if no additional charges are posted each month.   Should she have any questions, [redacted] may call John Pikiell, Assistant Manager, Credit Card Servicing, at ###-###-#### between 8:00 a.m. and 4:30 pm., Eastern time, weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 9 May 2016, submitted by our member, [redacted]. We have thoroughly researched the concerns presented in our member’s complaint regarding the Navy Federal loan number ending in 07 reflecting...

him as co-borrower. Through our review of this matter, we concluded that Sergeant [redacted] did not agree to be a co-borrower on the 07 loan.  Sergeant [redacted] was removed from the loan effective 19 May 2016. On the same date, a request was sent to the credit reporting agencies to remove the 07 loan tradeline from his credit reports.  Since a credit inquiry for the loan application was requested from TransUnion, the request to mask the inquiry was sent to that agency.  The credit reporting agencies may take 30 days for the updates to reflect on Sergeant [redacted]’s credit file.   If Sergeant [redacted] has any questions, he may contact Jimmy R[redacted], Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension 70067, between the hours of 7:00 a.m. to 3:30 p.m., Central time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 22 July, submitted by our member[redacted].
We have thoroughly researched the concerns presented in our member’s complaint. Navy Federal prides itself on quality member service and we appreciate...

feedback when this has not occurred. It concerns us that there was difficulty locating [redacted]’s faxed documentation and we regret any breakdown in communication between us and our member. We are researching this situation to determine the nature of the error so that it can be addressed and avoided in the future.
Through our review of this matter, we determined that Navy Federal acted appropriately with the initial restriction of [redacted]’s accounts. Once [redacted]’s documentation was received and reviewed, his Checking Line of Credit was unfrozen and is currently available for use. On 29 July, Robin L**, Assistant Manager, Consumer Lending Portfolio, attempted to contact [redacted] regarding his concerns, but was only able to leave a voicemail. [redacted]’s Navy Federal [redacted] Signature [redacted] credit card account has been reinstated. He may continue use of the current card in his possession.
We sincerely regret any frustration and inconvenience that [redacted] may have encountered during his attempts to resolve this matter. If [redacted] has any questions, he may contact Ms. L**, at ###-###-####, extension [redacted], between the hours of 7:30 a.m. to 4:00 p.m., Eastern time, Monday through Friday.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Date Sent: 3/22/2017 12:57:55 PM[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] Complaint: [redacted]I am rejecting this response because:I wasn't aware of signing any agreement. Regards,[redacted] 
Regards,
[redacted]

July 19, 2016This is in response to complaint ID [redacted],All funeral services are written on a document call "Statement of Funeral Goods and Services". It is a document agreement between the funeral home providing services and merchandise and the "Buyer". We both agree on items and terms of the...

"Statement", the "Buyer" is obligated to pay for services and merchandise and the "Seller" is obligated to perform the services and provide the merchandise agreed upon. There are services and items that are provided by a third party that may be included on the "Statement of Funeral Goods and Services" that the funeral home receives money from the buyer to pay these third party vendors as well as the funeral home's services and merchandise. One of those vendors in Death Certificates from the State in which the person passed away. Submitting to the State takes place only after a physician has signed the death certificate. This waiting period of a Physician's signature depends solely on the Physician's timetable. Payment for the entire bill is the responsibility of the "Buyer". How funds are obtained for payments are solely the buyer's responsibility.In the case of the complaint, the complainant states that she never received death certificates. Death certificates were received and given to the "Buyer" as we are obligated to do. When complainant called about the death certificates, she was told that her stepdaughter, the Buyer, had received them. She stated the since it was her funds that paid for funeral services, she should have received them, which is false. We contacted the stepdaughter about the situation and the stepdaughter told the funeral home that the death certificates were sent to the complainant by certified mail and that the Post Office had stated that on two occasions, the death certificates were taken for delivery and a signature. On the third attempt, the death certificates would be returned to the stepdaughter. We informed the complainant about the action her stepdaughter was taking to get her the death certificates.After a few days had past, the complainant emailed our office again about not receiving the death certificates. We again explained that since her stepdaughter had signed our agreement, it was her we had to give the death certificates to. I told our office manager to respond back to the complainant that our funeral home would purchase the number of death certificates that was on the original request and mail them directly to her at our expense. Those new death certificates were mailed on July 7, 2016 and received by the complainant on July 11, 2016 in California.Respectfully,Mel W[redacted], Manager

The following references the complaint we received on 28 May 2015 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].Navy Federal has reviewed our member’s concerns. Thomas H[redacted], Manager, Mortgage Default...

Management, attempted to speak with [redacted] on 9 June; however, he was unsuccessful. Any restrictions on the account have been removed; as requested by our member, we have attached a copy of our Membership/Savings/Checking Disclosure Statement.[redacted]’s mortgage number [redacted] became past due for May 2015. On 21 May, sufficient funds were credited to her checking account to complete the May mortgage payment and a transfer was made. When [redacted] subsequently spoke with one of our representatives concerning her account, she was advised that if she could provide an alternative method of payment, the May payment would be returned to her checking account; however, no alternative was suggested by our member.On 26 May, [redacted] visited our Manassas Parkridge Branch and requested to close her checking account. We complied with her request and issued her a check for the balance.Both of [redacted]’s mortgages are presently current. Should she become aware that there may be a delay in making any mortgage payments in the future, we ask that she contact us. If she has any questions at this time, she may call Mr. H[redacted] at ###-###-#### between 8:00 a.m. and 4:30 p.m. weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 31 August 2016, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint. Our records show that due to a clerical error, [redacted]s...

request to begin a bi-weekly Budget Easy Pay starting on 6 May 2016 was not processed correctly. As a result, the automatic drafts for 6 May 2016 and 20 May 2016 to his mortgage loan account number ending in 41 did not occur. Navy Federal strives to provide efficient, accurate, and responsive service to our members at all times, and we regret that this is not consistent with our member’s experience.

On 9 September 2016, we contacted [redacted] by e-mail and provided him with the necessary information needed to re-initiate Budget Easy Pay automatic drafting. On 12 September 2016, [redacted] responded that he would not be utilizing this payment plan. Currently, our member’s mortgage loan is set up to auto draft on the tenth of each month. Per [redacted]s request, Navy Federal will e-mail a copy of his mortgage payment history for the period of 16 May 2014 through 12 September 2016 to his e-mail address of record. In addition, we have confirmed that negative information regarding [redacted]s mortgage account was not reported to any of the credit reporting agencies. Navy Federal regrets any frustration and inconvenience our member may have experienced in this matter.
If [redacted] has any questions, he may contact Rob W[redacted], Supervisor, Mortgage Member Services, at ###-###-####, extension [redacted], between the hours of 8:00 a.m. to 4:30 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 1 September 2015 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted].Navy Federal has reviewed our member’s concerns.  On 2 September, Linda T[redacted],...

Supervisor, Loan Officer, spoke with [redacted] and was able to advise him that we had changed the terms of his loan from 60 months to 72 months.  The interest rate of 5.8% per annum remains the same; his new monthly loan payments are $413.90.  A corrected Promissory Note has been sent to our member via [redacted].  We will use this situation in our training to ensure that other members will not be similarly inconvenienced.Should [redacted] have any questions, he may contact Ms. T[redacted] at ###-###-#### between 1:30 p.m. through 9:00 p.m., Central time, Sunday through Thursday.

The following references the complaint we received on 6 August 2016 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted].   Navy Federal has thoroughly reviewed our member’s concerns.  On 10 June, [redacted]...

[redacted] requested that we increase the credit limit of her shares secured [redacted] credit card account to $2,700.00.  The credit limit increase was approved and the appropriate hold was placed on the additional funds in her savings account.  On 2 August and 6 August, our member spoke with representatives regarding a payment plan to repay an over-limit amount on her credit card account and the funds on hold to secure the credit limit on the account.    The amount of the hold was not increased when the account exceeded the approved credit limit, nor were any additional holds placed on any other accounts.  The hold on the shares-secured funds for the credit limit of $2,700.00 will remain in place for the duration of the credit card balance.  Once the balance is reduced, [redacted] may request a lower credit limit and the appropriate portion of funds in her savings account would be released.   If she has any questions, [redacted] may contact John P[redacted], Assistant Manager, Credit Card Servicing, at ###-###-####, extension [redacted], between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

The following references the complaint we received on 31 December 2015 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted].   We have thoroughly researched our member’s concerns.  We apologize...

for any frustration [redacted] experienced during her telephone conversations with our Member Service Representatives. Navy Federal strives to provide respectful and considerate service to our members at all times, and we regret that [redacted] feels she was not treated in this manner.   Our records reflect that on 24 December 2015, [redacted]’s account reflected a beginning balance of $519.83. The following transactions were posted to her account on that date:  two ATM fees of $1.00, each; an ATM withdrawal of $523.50; and Point-of-Sale (POS) transactions of $11.84 from [redacted], $81.00 from [redacted], and $280.20 from [redacted]. These transactions resulted in an overdraft of $378.71. The transactions of $523.50, $11.84, and $81.00 were paid using the Optional Overdraft Protection Service she enrolled in on 18 August 2015. OOPS fees of $60.00 (three $20.00 fees) were assessed, resulting in an overdraft of $438.71.   On 28 December, POS transactions of $40.00 and $71.00 from [redacted] and The [redacted], respectively, were posted to the account with funding from OOPS. The payment of these debits incurred OOPS fees of $40.00. Following the transactions and fees, the overdraft increased to $589.71.   We have found that the OOPS fees assessed on 24 and 28 December were assessed properly and in line with the terms of our OOPS disclosure documents, which have been provided to [redacted] previously. However, as a courtesy to our member, on 4 January 2016 we refunded $80.00 in OOPS fees to her account, as she requested. Future OOPS fees will only be refunded in the case of an error on Navy Federal’s part; no additional courtesy adjustments will be made.  [redacted] may opt out of OOPS at any time by contacting us, or she may opt out directly through Navy Federal Online Account Access. [redacted] would remain responsible for any outstanding balance or fees on her account.   [redacted]’s account currently reflects an overdrawn balance of $358.64. We remind [redacted] that this overdraft must be cured within 30 days, or OOPS will be frozen. The service will remain frozen until the overdraft is satisfied. If the account remains in an overdrawn status for greater than 45 days, OOPS will be terminated.   Should [redacted] have any additional questions, she may contact Vivian B[redacted] in our Savings and Checking Operations area. Ms. B[redacted] is available to assist her between the hours of 7:30 a.m. and 4:00 p.m., Monday through Friday.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that they tried to make it right. 
Regards,
[redacted]

From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Sep 13, 2016 at 4:30 PMSubject: Fwd: Complaint # [redacted] resolvedTo: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].[redacted].com>Date: Tue,...

Sep 13, 2016 at 3:02 PMSubject: Complaint # [redacted] resolvedTo: [email protected] [redacted] has been resolved. My membership was accepted today.  Please close this complaint.--

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 18 December 2015, submitted by [redacted].
We have thoroughly researched our member’s concerns. According to our records, [redacted] filed for Chapter 7 Bankruptcy protection on 31 October 2010; the...

bankruptcy was discharged on 24 February 2011. At the time our member filed for bankruptcy protection, the balances of the following loans were charged to our reserves: consumer loan ending in account number 602 with a due date of April 2010; consumer loan ending in account number [redacted] with a due date of May 2010; credit card account number xxxx-xxxx-xxxx-[redacted] with a due date of February 2010. Consumer loan ending in account number 606 was current. These accounts are being reported correctly by Navy Federal to the nationwide credit bureaus; therefore, no adjustment is necessary.
Questions regarding this matter may be directed to Kathryn B[redacted], Supervisor, Consumer Loan Servicing, at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

This is in reference to complaint ID number [redacted], whichwas received by Navy Federal on 29 June 2015, submitted by [redacted]...

[redacted].                                  �...⇄ Ms. [redacted] established a Navy Federal Membershipsavings account in February 2015 under the name [redacted].  It was subsequently determined that she isnot eligible for membership with Navy Federal. Ms. [redacted] was advised during her telephone conversation with ourrepresentative on 15 June 2015 that due to numerous account transfers and eDeposits,her checking and savings accounts would be closed in ten business days, toallow time for all outstanding items to clear. During this time, Ms. [redacted] continued to use her debit card, whichcaused several items to be rejected and manually debited from the account.  On 25 June 2015, the accounts were closed anda check in the amount of $1,567.61 was sent to Ms. [redacted]’s address ofrecord.